Veterinary Guest Experience Coordinator

Job Description

Job Description

At Fetch, our Guest Experience team is the first voice our guests hear—and in many cases, the most important one.

We are looking for a high-energy, people-first communicator to join our Ft. Myers team as a Guest Experience Coordinator . This role is based in our centralized phone team and is ideal for someone who thrives in a fast-paced environment, loves helping people, and can confidently guide conversations during both routine and high-stress situations.

This is not a quiet desk job—this is the front door to our hospital experience.

What You’ll Do

• Serve as the primary point of contact by phone for pet owners, referring veterinarians, and internal teams
• Manage a high volume of inbound and outbound calls with professionalism, empathy, and efficiency
• Help guide guests through next steps—whether that’s an ER visit, specialty appointment, or general questions
• Provide clear, confident communication around wait times, services, and expectations
• Support scheduling and coordination for specialty services
• Triage calls appropriately and ensure urgent cases are escalated quickly

Deliver a consistent, warm, and polished guest experience on every interaction

What We’re Looking For

• An outgoing, dynamic personality—you bring energy to every conversation
• Strong communication skills with the ability to build trust quickly over the phone
• Comfortable handling high call volumes without losing attention to detail
• Ability to stay calm, organized, and professional in high-pressure or emotional situations
• A natural problem-solver who can think on their feet
• Team-oriented mindset with a willingness to support others
• Previous experience in a call center, healthcare, veterinary, or hospitality setting is a plus—but not required

What Makes This Role Different?

You are:

• The first impression of our hospital
• A guide for pet owners during some of their most stressful moments
• A key part of how we deliver world-class medicine with a personal, family-owned touch

Why Fetch?

• Family-owned specialty & emergency hospital group
• Collaborative, supportive team environment
• Opportunity to grow within Guest Services and hospital operations
• A culture built on being competent, selfless, and dependable

Requirements

• Ability to manage high call volume consistently throughout the day (this is a phone-based role)
• Excellent verbal communication skills with a clear, confident, and professional phone presence
• Demonstrated ability to multitask —handling calls while navigating multiple systems and documenting in real time
• Strong attention to detail and ability to follow through accurately on guest requests and instructions
• Team-oriented mindset with the ability to collaborate across departments
• Previous experience in a call center, veterinary hospital, medical office, or hospitality environment preferred
• Experience with scheduling systems or practice management software (e.g., ezyVet or similar)

Benefits

• Health Care Plan (Medical, Dental & Vision)
• Safe Harbor 401K with Company Match
• Life Insurance (Basic, Voluntary & AD&D)
• Paid Time Off (Vacation, Sick & Personal)
• Holiday Pay
• Paid Family Leave (Maternity, Paternity)
• Short Term & Long Term Disability
• Employee Assistance Program (EAP)
• Team member Pet Discount
• Pet Wellness Plan
• Continuing Education
• Uniform Allowance
• Tuition Reimbursement